Average Handling Time is not an Agent Target in 41% of Contact Centres


771

As evident in our poll, it appears that targeting agents on Average Handling Time (AHT) is becoming less popular in the industry, with less than 60% of contact centres now doing so.

Poll – “Do you have AHT as an agent target?” – answers

No – 41%
Yes – 59%

Source: Call Centre Helper webinar poll – Webinar: 20 Tips for Improving Average Handling Time     Sample size – 170     Date – January 2015

Published On: 1st Apr 2015 - Last modified: 25th Oct 2021
Read more about - Contact Centre Research, ,


Recommended Articles

A picture of reducing average handling time (AHT)
49 Tips for Reducing Average Handling Time (AHT)
Average Handling Time (AHT) formula
How to Measure Average Handling Time (AHT)
Safely lower concept with bungee jumper
How to Safely Lower Average Handling Time